The EDM Support position will be responsible for supporting EDM application operations as tier 2, and supervise a team of technicians. This person will provide guidelines and SOP for team members to follow on their day to day jobs and will process escalated tickets until resolution is achieved. The EDM Lead will provide the necessary training to the team based on their specialties. This person will act as a liaison for shift members, system engineers and other stake holders. The internal title for this role is Customer Support.
Responsibilities:
Create Standard Operating Procedures (SOP) and manage KPI to improve job performance
Create and provide training to team members regarding drill scenarios and conduct tests / evaluations
Provide technical support on second level issues escalated by Tier 1 staff
Contact HQ EDM team in Korea to get 3rd level support as needed and create documentation
Analyze user requirements and provide feedback
Improve policies and procedures
Help and guide shift members regarding technical issues
Support Management with MBO and provide evaluation for team members
Participate in management meetings and provide reports as needed
Job Requirements Requirements/Qualifications:
Bachelor's Degree in Computer Science or relevant field required
3+ years of experience supporting/troubleshooting applications.
Bilingual Korean/English skills required
3+ years of experience using Linux OS.
Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.
Benefits: Medical, Dental, Vision, Prescription, 401k, Paid Time Off (PTO)
